Zia Models Configuration in Zoho CRM — AI Language Model Setup Guide

Zia Models Configuration

Zia Models is the generative AI layer within Zoho CRM that connects the platform to large language models (LLMs). Once configured, it enables context-aware AI assistance across the CRM — helping users draft communications, summarise records, extract insights from notes, and build smarter email templates — all without leaving Zoho CRM. Administrators select which AI model powers these capabilities, and users can switch between active models within the interface to compare outputs.

Availability

Requirement Detail
Zoho CRM EditionProfessional, Enterprise, Ultimate
Language SupportAll languages
Who Can EnableCRM Administrators only
Who Can Use SummariesUsers with Summary permission enabled in their profile

Supported AI Models

Zoho CRM currently supports seven AI models through the Zia Models framework. The right choice depends on your organisation’s privacy requirements, data residency obligations, and use case priorities.

  • Zia — Zoho Hosted LLM (recommended for privacy): Operates entirely within Zoho’s infrastructure. No data leaves Zoho’s systems. No external API key required. Available in all data centres.
  • ChatGPT (OpenAI): Requires an OpenAI API key. Uses OpenAI’s training data. Available in all data centres except CN.
  • Gemini (Google): Requires Google API configuration. Available in all data centres except CN.
  • Anthropic: Enterprise-grade model. Note that interactions may be retained for model improvement. Available in all data centres except CN.
  • Cohere: Enterprise-focused with robust privacy controls. Available in all data centres except CN.
  • DeepSeek: Open-source model suited to general queries. Available in CN data centre only.
  • SiliconFlow: Supports multiple underlying models with an emphasis on data privacy. Available in CN data centre only.
UK and Ireland compliance note: For organisations operating under UK GDPR or Irish data protection law, Zoho Hosted LLM is the safest default choice — all data stays within Zoho’s infrastructure. If you opt for a third-party model, review that provider’s data processing agreement before enabling. Contact 1 Cloud Consultants if you need guidance on this assessment.

What Zia Models Can Do

Conversation Summary

Zia Models analyses the last 10 entries from emails, calls, meetings, and notes to produce a concise conversation summary. For emails specifically, it processes the last 50 messages including all related threads, surfacing customer sentiment and intent alongside a content overview.

Record and Note Summary

The models can condense data within individual records and note fields into structured overviews — useful for quick briefings before customer calls or when onboarding a team member to an existing account.

Email and Template Assistance

Users can draft or rephrase email communications, generate subject lines, and build message templates with a specified tone and length — directly within Zoho CRM’s email composer.

Data Handling and Privacy

  • Only the content in the active composer window is processed — recipient lists and attachments are not accessed
  • Record fields are processed individually, not exported as a whole record
  • Zia Models is not available for personal or sensitive information fields, or for PHI-encrypted fields under HIPAA configurations
  • No generated content is stored by the system after the session ends

Enabling Zia Models: Step-by-Step

For Zoho Hosted LLM (Recommended)

  1. Navigate to Setup > Zia > Models.
  2. Locate the Zia (Zoho Hosted LLM) toggle and enable it.
  3. Click “Yes, Deploy” to confirm. The model is immediately active — no API key required.

For Third-Party Models (OpenAI, Anthropic, etc.)

  1. Navigate to Setup > Zia > Models.
  2. Enable the toggle for your chosen model.
  3. Click “Configure” and acknowledge the terms and data processing notice.
  4. Enter the API key obtained from the model provider’s developer portal.
  5. Click “Save” to complete the configuration.
Multiple active models: You can enable more than one model simultaneously. Users can then switch between active models from a dropdown within the Record Assistant — useful for comparing outputs or using different models for different task types.
Need help? 1 Cloud Consultants handle Zia Models configuration for UK and Ireland businesses — from model selection and API setup through to user permissions and compliance review. Book a discovery call with 1 Cloud Consultants.